Order management screen

The Order management screen lets your order support team identify and perform common tasks on shopping cartsCommerce: A collection of products selected by a website customer, with the intention of completing a purchase. Also known as a shopping cart or basket. and purchase ordersCommerce: An order that has been registered and paid for. Typically, it has an associated purchase order number.. See also: Carts versus orders. For example, you can add or remove line items as well as update their quantity. You can also update customer information.

Note:  This feature is a beta release. For more information, see Beta features. Pay special attention to "Enabling Beta features" within that page.

Accessing the Order management screen

From the Commence main menu, click Order management.

Working with carts

Searching for carts

The Order management screen lists all shopping carts in reverse numerical order. Scan the screen to find the cart you are interested in.

You can also search for shopping carts by customer name or email address. To find a shopping cart using name or email:

1. Click Open cart. The Open Cart dialog appears.
2. Enter any part of the user's name or email address.
3. Select the customer.
4. The cart opens.

Note:  If no cart exists for the selected customer, an empty default cart is created.

Viewing a cart

The cart screen show the following information about the selected shopping cart:

• Cart information: number, order date, status
• Customer information: name, email address
• Forms in the cart (See Also: Structure of orders.)
  • Shipments in each form
    • Shipping address. See Selecting a shipping address.
    • Shipping methodCommerce: A set of information and rules that determine the shipping cost. Displayed on the front-end public site while a customer checks out an item from the shopping cart. The shipping fee is added to the total price of the purchase. A shipping method is mapped to a shipping provider visible to a back-end administrator in Commerce Manager. For example, when a customer picks "Ground Shipping," UPS (or another provider) may fulfill the shipment.
    • Line items in the shipment

      Note:  Changes to an item's quantity can update applicable discountsCommerce: A deduction applied to an online purchase, typically implemented as part of a marketing campaign. The discount might apply to items, shipping costs, total order amount and so on. in real-time.
      

  • Discounts applied. See also: Viewing and editing discounts.
• Order total
  

Editing carts

After you edit a cart's line items, its total is recalculated. Also, if the edits affect applicable discounts for the cart, the Discounts display changes.

Adding a line item

To add a new line item:

1. Click the Add + button on the left side of the screen, under any existing line items.
2. A Search window appears. Enter a search phrase of three or more characters. Examples:
   • Enter the entire SKUCommerce: Stock Keeping Unit; corresponds to a purchasable product with specific characteristics. For example, a product line of shirts has individual variations/SKUs for sleeve size, color, and collar size., for example, 44477844 .
   • Enter all or part of the item name or description, for example, boot.
3. Items that satisfy your search phrase appear. Select the one that you want.

   If the item is already added to this cart, a cart icon with the previously-ordered quantity appears on the search results.

4. Enter a quantity.

   If the item was already added to this cart, the new quantity is added to the existing quantity. a new line item is not created.

5. Click Add.

Changing a line item's quantity

To change a line item’s quantity by a few nearby numbers (for example, from 2 to 4), use the up/down arrows next to the quantity.

To change quantity by a large amount (for example, from 2 to 50), it is quicker to select the current quantity then type in a new one.

Deleting a line item

To delete a line item, click the delete icon to its right.

Selecting a shipping address

Every shipment needs a shipping address. On the Cart Details screen, it appears below the customer information and above the line items.
If a customer has several shipping addresses, use search to find the correct one. You can also enter a new shipping address.
Addresses are stored in and editable from the Contact Details screen's Address book tab.

Viewing and editing discounts

DiscountsCommerce: A deduction applied to an online purchase, typically implemented as part of a marketing campaign. The discount might apply to items, shipping costs, total order amount and so on. are applied to a cart or line items if their conditions are met. For example, a discount stipulates a $10 reduction for a cart whose total that exceeds $100. As soon that is true, the $10 discount appears under Discounts and the cart total is adjusted.

Discount codes

A discount code is an additional criterion that you can apply to any discount. For example, customers who enter discount code CouponABC during checkout receive 10% off the cart total.

A cart's submitted discount codes appear above the discount list. You can also manually add discount codes to a cart. As long as codes that you enter satisfy an item's or order's business logic, the discount amount is deducted from the cart total.

For example, men's shoes are 20% off if the customer enters the discount code Shoes when submitting the order. If a customer places a pair of men's shoes in a cart then enters coupon code Shoes, 20% is deducted from the cost and displayed in the Discounts area.

Creating discount codes for customer appreciation

You can create a discount that allows customer service representatives to apply refunds to customer carts for loyalty, compensation for problems, and so on. To do this, create a discountCommerce: A deduction applied to an online purchase, typically implemented as part of a marketing campaign. The discount might apply to items, shipping costs, total order amount and so on. for this purpose, enter a discount amount, and a coupon code. Then, train your CSRs to use the code where appropriate to reduce the customer's cart total.

Adding a new customer and cart

You can create a new customer and his or her cart from the Order management screen.

1. Click Open cart. The Open Cart dialog appears.
2. Click New Customer.
3. Enter the name, email, and Customer Group information and click Save.
4. The Cart Details screen appears. Here, you can
   1. Edit customer information collected earlier.
   2. Enter shipping information for the customer.
   3. Enter information about the cart's line items, payments, discounts, and so on.

Updating customer information

You can update customer information from the Cart Details screen. To do so, click the edit icon next to Customer.

When you do, the Contact Details screen appears with two tabs: Personal Information and Address Book.

Personal Information tab

You can edit the customer's name, email address, and customer groupCustomer groups are created in Commerce Manager then applied to contacts and organizations. Customer groups are common to both contacts and organizations, and you can apply them to customer segments that are targeted for marketing campaigns and customer group-specific pricing, including variants..

Address Book tab

Initially, you see all of a customer's addresses.

You can edit or delete an existing address, or enter a new one. You may designate one address as the preferred billing address, and the same or a different one as the preferred shipping address.

Working with Purchase Orders

Once a customer checks out and submits payment, a cart is converted to a purchase order. Alternatively, on the Order Details screen, CSRsCustomer Service Representative can convert a cart to a purchase order whether or not payments have been made.

Note:  At this time, only manual payments are accepted. Integration with payment providers will be added in the future.

Converting a cart to a purchase order

The Order Details screen lets CSRs record manual payments, such as telephone payments.

Recording purchase order payments

Prerequisite: If the customer's shopping cart has not been converted to a purchase order yet, select the cart then click Convert to Purchase Order.

1. From the Order Details screen, click Orders.
2. Select the order you want to edit.
3. If needed, edit the previously-collected information. See Editing carts.
4. If the full amount has not yet been paid, click Accept Payment to add or update payment information.

• Billing address
• Payment method
  • Transaction ID and amount

Note:  Authorized Payment Total versus Captured Payment Total:
The Authorized Payment Total is the amount the customer paid for the order, but the seller has not yet received any money. That amount is on hold, waiting to be captured.
After the shipment is completed (that is, shipment status = "Shipped" and the customer has received the product), the transaction is "captured," and money is transferred to the seller. That amount is the Captured Payment Total.